CX Symposium

AGENDA

This carefully crafted program combines inspiring keynotes with informal activities and time to build real relationships.

CX Symposium agenda banner

Monday

17:00

Delegate registration

20:00

Welcome drinks

Tuesday

8:00

Breakfast & Opening Comments

8:50

Jim Bass
International Keynote

Jim Bass, Director, Client Experience, ADP (US)

ADP logo

Session details TBA

9:30

David Lambert
Partner Keynote: Back to the Future – Reflecting on the Experience Management Trends of 2020

David Lambert, XM Principal Asia Pacific, Medallia

Medallia

Every year customer experience is becoming more prominent but in 2020, Experience Management (XM) will get smarter. The great experience-builder Walt Disney said, “Times and conditions change so rapidly that we must keep our aim constantly focused on the future.”

To keep up with customers, you need to tackle today’s pain points – but that’s not enough. How are you envisioning the experience that customers will enjoy tomorrow – and use today to build it? What will set your business apart and ultimately help your company move at the speed of experience?

Today we travel forward in time to look back at the ways that XM programs have evolved over the past year. Join David Lambert, Medallia’s XM Principal, to explore how leading-edge companies have been changing their XM programs to win hearts, minds and… dollars!

10.05

Coffee Break & Networking

10:30

Andy Dorey

Transforming Customer Experiences to Help People Get Their Lives Back

Andy Dorey, Customer Experience Manager, EML

Founded in 1910, EML is a national personal injury claims management mutual who are focused on helping people get their lives back from workplace injury and illness. Positively engaging injured workers and their employers in the workers compensation journey is critical in supporting their return to work outcomes and helping them improve their lives.

In this session, Andy Dorey – National Manager of Customer Experience at EML – will share how they have transformed their approach to customer experience to help people in Australia get their lives back, by placing their customers at the heart of everything they do and enhancing their ability to listen and act on customer and employee feedback.

11:10

Track #1
Partner Breakout

Reputation

Session details TBA

Lyndall Spooner
Track #2
Partner Breakout: Winning and Losing in CX: Have You Ever Asked Yourself If You Are Investing in the Right CX Metric?

Lyndall Spooner, Managing Director, Fifth Dimension (5D)

Fifth Dimension

The CX industry is projected to double in value in just 5 years to $14.5 billion USD. Yet with all that investment, there has never been a way to assess the efficacy of a Voice of the Customer (VoC) program or provide robust evidence of an alternative approach that could drive a greater financial return.

With all the investment and increasing reliance on CX to drive growth, have you ever asked yourself, ‘How did the organisation choose our CX metric?’

At 5D we have been working with many of Australia’s largest organisations for over 10 years to design and build innovative VoC programs and advise on the right CX metric.

We will share

What is the best CX metric? – A review of 8 commonly used CX metrics and their relative strengths and weaknesses

How do you optimise your CX data architecture? – An introduction to the CX ecosystem that links your strategic and touchpoint programs

How do you prove your VoC program ROI? – Building an engagement process where stakeholders have joint responsibility to quantify the benefits of CX initiatives

Track #3
Partner Breakout

Service now

Session details TBA

11.40

The Customer-Centric Transformation: How Do You Take a 193-Year-Old Organisation Into the 21st Century?

Richard Spencer, Chief Customer Officer, NSW Business Chamber

At 193 years old, the NSW Business Chamber is the second oldest, continually running organisation in Australia, with vastly different customer expectations and behaviours now compared to when the organisation started. In this Keynote, Richard Spencer, Chief Customer Officer at NSW Business Chamber, will be giving us an exclusive insight into their work to redesign and redevelop the entire organisation from a customer point of view, including a completely new business model, bringing it into the 21st century fit for the modern customer.

12.20

Ben Sharp
Track #1
Partner Breakout: How to Achieve CX Excellence by Optimising Data Readiness

Ben Sharp, Regional Sales Director, Data & Personalisation, Salesforce

Salesforce

Real-time personalisation that transforms the customer experience is the marketer’s top goal. However, most marketers still struggle with data silos, disparate systems, 3rd party privacy rules, and budget constraints. Join this session to learn how digitally mature companies are assembling the building blocks in managing their data and content in order to deliver real-time personalised conversations that help build the foundation for CX excellence.

Track #2
Partner Breakout

Verizon, Niceincontact

Track #3
Partner Breakout

Like to present your story to an engaged audience of CX leaders in the beautiful Hunter Valley? Contact Tristan on 0413 599 782

12:45

Networking Lunch

 

13:25

The Great Debate: Is NPS Still Fit for Purpose?

Elyssia Clark, Head of Customer Insights and Strategy, SEEK
Amanda Rasch, Global Customer Experience Manager, Expedia Group
Fernando Samaha, Head of Customer Experience, Australia Post
Adam Novak, Head of Group Customer Experience and Operational Excellence, nib

Elyssia ClarkAmanda RaschAdam Novak

As businesses continue to place greater emphasis on CX as a cornerstone of business strategy, understanding and measuring the impact of customer experience transformation and strategy is crucial. NPS has long been the industry frontrunner in measuring the impact of our CX efforts and is often deeply embedded in business strategy, financial targets and KPIs, but as CX continues to evolve and with the development of CX measurement alternatives, is NPS still fit for purpose?

In the Customer 360 Symposium’s first-ever live-debate, two teams will go head to head to try to persuade you as to whether or not NPS is still fit for purpose and the merits of NPS versus other CX measurement tools and techniques.

No Powerpoint slides allowed, it’s just the time-honoured art of debating and persuasion. The live audience will be polled before and after the debate to determine who made the most compelling argument. The real winner, of course, is the industry, who will hear in-depth arguments for both sides of the conversation.

14:30

Wine Tasting

14:30

Golf

 

14:30

Pasta Making Class

 

14:30

Workshop

17:00

Relax + Recharge

19:00

Pre-Dinner Drinks Reception

Hosted by Ashton Media

19:45

Dinner

22:00

Close

Wednesday

8:00

Villa Checkout

8:00

Breakfast & Opening Comments

8:50

Partner Keynote: Hosted by Qualtrics

Qualtrics

Session details TBA

9.30

Michael Henderson
International Keynote: Connecting Company Culture, to Customer Value Proposition and Experience

Michael Henderson, Corporate Anthropologist, Cultures at Work

In an age of big data, A.I, human-centred design, automation, immersive brands, digital media, and real-time customer experience touchpoint mapping, it is easy to overlook company culture as a prime source for the delivery of high-quality customer experience. In his insightful keynote, Corporate Anthropologist Michael Henderson will remind us all of the importance of connecting our company culture to customer experience. Michael’s research has confirmed that nine out of ten organisations do not optimise their company culture in its ability to contribute to achieving business objectives and customer expectations.

Specifically, Michael will challenge us to revisit our fundamental understanding of culture to ensure we are not missing these multiple opportunities including;

> How to avoid the biggest universal mistake most organisations make when thinking about, and planning for, their cultures alignment to strategy and CX

> Do we know what culture actually is and what it does?

> Do we understand the two vital cultural deliveries that impact customer experience?

10:10

Partner Breakouts

Like to present your story to an engaged audience of CX leaders in the beautiful Hunter Valley? Contact Tristan on 0413 599 782 to discuss

Session details TBA

10:40

Coffee Break & Networking

11:00

Elyssia Clark
Think Tank 1: You’ve Got a CX Strategy. Now What?

Elyssia Clark, Head of Customer Insights and Strategy, SEEK

details TBA

Think Tank 2: Using Our Data More Effectively to Drive Great CX

Ant Dureau, Chief Client Officer, AMP

AMP logo

Session details TBA

Think Tank 3: Bringing Innovation to CX – Keeping up With the Pace of Change

Nigel Roberts, Managing Partner, Yell

Session details TBA

11.55

Humanising the Customer Experience: How Hollard Insurance Demonstrates That It Truly Cares About Its Customers

Amanda O’Donnell, Head of Customer Experience, Hollard Insurance

On their mission to humanise the customer experience in an industry under scrutiny, Hollard Insurance have been empowering their people to create better customer outcomes – and put people before profit. In this session, Amanda O’Donnell, Head of Customer Experience and Marketing at Hollard Insurance, will shed some light on this award winning initiative, uncovering how they’ve created the systems, processes and culture to empower their teams to exercise good judgement, and show that they truly care about the customer. 

12.30

The Customer-Centric Transformation: How Do You Take a 193-Year-Old Organisation Into the 21st Century?

Richard Spencer, Chief Customer Officer, NSW Business Chamber

At 193 years old, the NSW Business Chamber is the second oldest, continually running organisation in Australia, with vastly different customer expectations and behaviours now compared to when the organisation started. In this Keynote, Richard Spencer, Chief Customer Officer at NSW Business Chamber, will be giving us exclusive insight into their work to redesign and redevelop the entire organisation from a customer point of view, including a completely new business model, bringing it into the 21st century fit for the modern customer.

13:00

Lunch & close of Symposium